Key Points

Please take a moment to review these points, reflect on their significance and consider how they apply to your own experiences.

Tick to confirm (optional):

• Use the current approved script or template; do not improvise under pressure.
• Never skip required safety questions or change urgency due to workload.
• Do not add clinical labels or interpret symptoms beyond your role.
• Escalate to clinical staff if answers fall outside the template or introduce uncertainty.
• Offer the practice's approved assisted route when patients cannot complete online forms.
• Keep telephone and front-desk access available for digitally excluded patients.
• Report technical or workflow problems so digital tools can be reviewed and improved.
• Automated summaries/pathways need local configuration and clinical governance.